Your GRC team is getting flooded with issues — unpatched servers, compliance gaps, risk events — and the current process just isn't scaling. Sound familiar? In this episode, Developer Advocate Sujan sits down with Hemanth Gowda, a ServiceNow Technical Architect and 3x MVP, to break down the Issue Triage workflow that ships out of the box with ServiceNow GRC. Hemanth walks through the full lifecycle — from an end user self-reporting an issue through the employee center, all the way to triage, analysis, review, and issue creation. Here's what they cover: What an "issue" actually means in GRC — deviations that disrupt compliance, audit, or risk posture. This video defines how the Issue Triage workflow acts as a bridge between end users and the issue management team, preventing overload. Hemanth and Sujan walk through a live demo submitting an issue via the record producer as an end user and the switching personas to the triage team in the Compliance Workspace to demo routing, categorising, analysing incoming records and linking issues to CMDB entities and classifying results (new risk, existing risk, risk event, false positive). Whether you're implementing GRC for the first time or looking to tighten up an existing setup, this is a practical, no-fluff walkthrough you can reference. 0:00 - Introduction & Meet Hamlet 0:43 - What Is an Issue in GRC? 0:57 - Issue Triage Workflow Architecture 2:42 - End User Submits an Issue (Record Producer) 4:36 - Can Issues Come from Other Sources? 5:13 - Triage Team Picks Up the Record (Compliance Workspace) 6:03 - Categorizing and Routing the Issue 7:13 - Analyzing the Issue & Tagging CMDB Entities 8:17 - Classifying Results: New Risk, Existing Risk, or Risk Event 9:15 - Assigning Reviewers & Due Dates 10:07 - Understanding Risk Events vs Issues 11:21 - Reviewer Persona: Approving the Triage 12:35 - Issue Record Auto-Created from Triage 13:22 - Where AI Could Plug Into This Workflow 14:08 - Wrap-Up